1. Who is the client? Internal helpdesk group looking for a graveyard Supervisor
Call volume is 3M calls last year, 150 people handled the volume
Chance to transfer to days as seniority warrants
No full JD yet
Ideal candidate has 3-5 years’ experience, problem solving skills, quick thinking, able to interact with
tech teams with escalations, will bemeasured by time on phone
Backfill is due to promotion, $60K salary is target (Salary level range is $45K or higher based on # of
employees the role oversees), opportunity for advancement
Culture – work hard, play hard, lots of calls, foosball table, latté machine, downtime is downtime
No sponsorship for Visa or relocation allowance
We haven’t tried referral bonuses
XYZ Company wants to reverse engineer our own console, there are lots of transfers to other teams
within the company, this is considered an entry level opportunity if you want to get in the door of video
games
We have a peer group does external & some internal helpdesk
Tech skills required? Remedy- ticketing system (since this is Sr. Level role & will oversee 2 employees
they either need to be SME on Remedy or w/ a similar system); Salesforce
Supporting? Xbox group 3rd party platform, CRM is in cloud, not supporting tech, just console
How long has it been open? 90 days since submitted to finance for approval
Challenges so far? Couple internals that applied but not qualified (already helpdesk experienced but not
ready for leadership). Our interviewloop isn’t consistent. We haveone group that talks about games to
see if candidates have played them, and a second group that provides more knowledge first.
What hardships have been caused by this role not being filled? Increased volume of calls on hold
Are there on-call responsibilities? None for this supervisor role, just for manager level
Education: Computer science desired, Once onboard it’s a 2 year rotation for management and 1 year
for developer. We have had success with Stanford & MIT graduates previously